I am moving off of the front lines, at my company, into more of a management role. I’m shifting from the badly-named tier 1 team (tier 1 at this company is FAR more than what you’d think of as “tier 1” support, probably T2 or T3 anywhere else) to a Training and Documentation Coordinator.
The question was pretty simple: how did one person in Alabama become a ticket-smashing machine while maintaining clear communication and genuine customer focus?
After agonizing over the idea for over a year, and fretting and wondering if it could ever work out, I’ve set a major house plan in motion today: we’ve ordered replacement flooring for the house. We’re taking the yuppie plunge, and shifting from carpeting to engineered flooring, because that’s the best quality we can get, given that our house is on a slab foundation.
We’ve been doing a slow but persistent de-cluttering of our house, and I’ve been looking at lots of items in our house, asking myself “what can I toss, finish, or tidy?” I’ve been staring hard at the beautiful, yet space-gobbling, silk fabrics I’ve had sitting on my top shelf for a couple of years –
– and looking at the pile of backing fabrics I brought back from Europe that needed shelf space, realizing that if I dealt with the one-time pile, these fabrics would have a permanent place to live.